Success Coordinator

About Presence

Presence is the leading provider of teletherapy solutions for children with diverse needs. Through our award-winning technology, Presence connects speech-language pathologists, occupational therapists, and behavior and mental health specialists to schools, districts, and organizations nationwide. Our growing network of 2,000+ clinicians has delivered more than 6 million teletherapy sessions to students across 47 states. Presence is backed by Spectrum Equity, TPG’s Rise Fund, and Bain Capital Double Impact.

We are a majority-female company led by Kate Eberle Walker, an education industry leader, working mom, and author of The Good Boss: 9 Ways Every Manager Can Support Women at Work. We are a remote-first workforce. We value schedule coordination to stay connected when working in different places and to create opportunities to engage with each other in person.

Why is this role important?

The Success Coordinator holds a pivotal role within Presence by recognizing and performing all value-added tasks of the Success Coordination team, leading and uniting efforts across the team to ensure optimal student referral processing and efficient service delivery. This position is instrumental towards the Presence mission of empowering everyone who serves children with diverse needs by enabling providers to deliver invaluable services to students nationwide, ensuring fidelity, scalability, and meticulous execution of referral management with a profound commitment to students being served quickly and thoroughly throughout the IEP and service lifecycle. 

What will you do at Presence?

• High-Volume Student Referral Management: Implement and oversee timely administrative student referral management tasks. Monitor student referral efficiencies to ensure students within these accounts are promptly assigned, moved to in-process (therapy), or completed (assessments).
• Student Referral Processing: Support matching of students according to school schedules. Process, complete, cancel, or delete student services as needed, and escalate issues when necessary.
• Collaboration: Collaborate with Customer and Clinical Success teams to address administrative concerns or questions about student referrals for high-volume accounts. Assist these teams with onboarding customers and ensuring thorough documentation of program implementation and service coordination practices.
• Caseload Management: Under the guidance of Clinical Success, receive, input, and verify caseload details. Confirm alignment with contractual agreements.
• Resource Organization: Support organizing and maintaining Organizational Handbooks and district-specific resources.
• Data Management: Utilize student referral management strategies as guided by Clinical Success. Flag or escalate student referrals within high-value accounts that require additional oversight. Conduct reviews of data on active providers, billing, workload utilization, ongoing referral and service delivery metrics, and general data management tasks, including monitoring shared student referral sheets and billing reports.

What are we looking for? 

Requirements

• Experience: 1-2 years in a professional administrative role or similar, with experience managing high-value accounts preferred.
• Communication Skills: Exceptional written and verbal communication skills demonstrated through email, conference calls, internal meetings, client visits, and presentations.
• Education or Healthcare Industry Experience: Previous experience in the education or healthcare industry is highly desirable.
• Problem-Solving Skills: Strong problem-solving skills and awareness of escalation protocols.
• Task Management: Ability to balance various daily tasks and strategically adjust priorities.
• Technical Proficiency: Experience with Salesforce or a similar CRM, G-Suite, Mac, and Microsoft Excel.
• Data Management: Proficiency in data management and using reports for key metrics and accountability monitoring.
• An associate’s degree is preferred; experience can be considered instead of education.  

What Will Help You Succeed Here?

• Passion: A genuine passion for helping schools and students with special needs.
• Self-Motivation: Strong self-motivation and an entrepreneurial mindset dedicated to growing services and client base.
• Flexibility and Adaptability: Quickly adjusting to changing conditions while maintaining high-performance standards.
• Communication: Ability to communicate professionally via phone and email.
• Organizational Skills: Excellent organizational skills.
• Problem-Solving: Great collaborative and independent problem-solving skills.
• Teamwork: Ability to work well with other team members in high-pressure situations with grace, optimism, and a sense of humor.

What are some of the benefits we offer? 

• Comprehensive Medical Coverage includes Dental and Vision
• Accrued PTO of 120 hours annually
• 11 Company Paid Holidays 
• Benefits Package: including 401K savings plan and access to an Employee Assistance Program.
• $500 home office stipend
• Paid Life insurance, AD&D., and disability benefits
• Paid parental and caregiving leave.
• Eligibility to apply for a Professional Development Scholarship. 
• Inclusive Culture: We are intentional about creating a culture that is fun and inclusive.

This role is also eligible to participate in Presence’s equity plan subject to the terms of the applicable plans and policies.

An employee’s starting pay will be determined based on job-related skills, experience, qualifications, and market conditions.

Hourly pay of $19.43 per hour; non-negotiable 

Where is this position located?

• Presence is headquartered in New York City, with our clients in the U.S. 
• This position will report directly to the Success Manager. 
• All employees are committed to being available and on camera for our Core Working Hours, from noon to 5 pm EST M-F. 
• Must be able to work Pacific Standard Hours; if outside of the PST time zone.